Complaint #9 Arlekin Casino

Withdrawal runaround

By Milan C.

4 years ago

Message on forum

I made deposits and one successful withdrawal on Neteller. After first withdrawal, my Neteller account was restricted and I decided to close it rather than providing personal payment related information.

I asked in casino live chat for alternative withdrawal method and 1st time I was offered a bank transfer. Withdrawal was later cancelled. Reason: Please, order a new withdrawal to Neteller.

2nd time I was asked to make a deposit with credit card or Mifinity and after successful verification I will be able to make a withdrawal:

Chat transcript:

Me 03:59:37 pm

I only used Neteller for deposits until now. So if I make deposit via Mifinity or credit card and verify them will you allow me to make withdrawals on Mifinity or credit cards for winnings I made before (from deposits with Neteller) or will you cancel my withdrawal request and ask me to make it via Neteller again?

Isabella 04:00:47 pm

Generally, it works like this: you deposit via Mifinity and cashout via Mifinity, but sometimes there are some restrictions, that's why you were asked to use some other kind of a payment method.

Also you can see the available withdrawal methods available for your country in the Tab Payments/Withdrawal."

I made a deposit, verified credit card and made withdrawal which was canceled due to not meeting 3x deposit wagering requirement. I met wagering requirement and made withdrawal. Withdrawal was cancelled with reason: Please, order a new withdrawal to Neteller.

I contacted casino's live chat again explaining Neteller issues again and was offered a bank withdrawal which was cancelled again, reason: Please, order a new withdrawal to Neteller.

Went back to LC and agent insisted I need to make withdrawal via Neteller. I did it, it was cancelled (Maybe reason is what I was explaining to them every time I contacted casino's live chat)

Again I was asked to make withdrawal via Bank transfer, I did it. Withdrawal was in pending status for 38 hours (not 4 as stated on AG and not 24 hours as stated in casino's T&C). After 38 hours my withdrawal was cancelled and Reason: We kindly ask you to apply to Neteller online support to remove restrictions from your account. After this, kindly request a new cashout to your Neteller wallet.

OMG! Seriously? Casino with Curacao licence is not able to solve that kind of player's issue by offering alternative payment method while MGA licenced casino can simply block it???

Askgamblers please help me solving this ridiculous "issue" I can solve it for 3rd May. I can provide proof of this agonie via email

Disputed Casino Arlekin Casino

Reason Declined payment

Amount €8000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team has closed the case.

We thank both parties for their assistance during the complaint process.

MilanC

• Slovenia • 2 reviews

4 years ago

Hi AG and Arlekin Casino,

First I would like to ask Arlekin Casino a question regarding to this: " following the usual method of our work so-called closed loop in order to make sure that winnings simply are not "transferred" to another person,..." Isn't a verification of payment methods with showing player's personal data and transaction enough to make sure that winnings are not "transferred to another person?
I had the same issue with withdrawal on Neteller on other casino - btw with MGA licence (not Curacao) - and problem was solved within few minutes and new payment method for withdrawal was offered. We both know exactly why you didn't want to process my withdrawal on other payment method and why my last withdrawal was in pending status for 38 hours and then cancelled.

Second thing I would like to ask you is why live chat agents got information (btw after my request for the alternative withdrawal method they always replied: "Give me a few minutes, please, I will check it for you") and then asked me to make withdrawal request via bank transfer, or even worse they asked me to make a deposit and verify new payment method and request a withdrawal which was later cancelled. Agent also explained that sometimes due to restrictions new alternative methods are offered. But I guess that's only in case of small winning.

In any case I closed my account on this casino and made sure I will never be able to play there.

AG you can close this case.

Best regards

Arlekin Casino

• Representative

4 years ago

Greetings, dear @AskGamblers and @MilanC

Although nothing is required of us at this time, as far as I understand it, we have checked everything and made sure that there were no violations on our part.

Here's the situation: player won rather big amount of money using the payment method of rather low security; and the company, following the usual method of our work so-called closed loop (means should go to the same payment accounts from which they were received) in order to make sure that winnings simply are not "transferred" to another person and checked whether it is technically possible withdraw on its own Neteller or not. The payment department advised to ask the player to solve the problem with the wallet from his side first, antifraud also ask him to deal with a purse.
@MilanC, as far as we understand, has limits on the purse Neteller, which do not allow withdrawal from us to pass. Since the problem is solvable with little blood (Neteller support should help), we decided to ask the player to apply to those to remove the limits.
Nevertheless, further attempts did not follow, and the player did not get in touch after the cashout cancellation with subsequent feedback.

This is the way things are.
We are always here if you need us to resolve any issues.

Regards,
Arlekin team.

AskGamblers

• Support Team

4 years ago

Dear @MilanC,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Arlekin Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $2,733

Avg. Complaint Duration 16 days

Avg. Response Time 1 day

Arlekin Casino Complaints

See all complaints for this casino

Casino does not approve my withdrawal

I made two deposits of €50 with PaySafeCard and won €790. I have verified all the documents and they have been approved. I requested the withdrawal via bank, but after more than 24 hours it hasn't been processed.

In their terms and conditions it is clearly written that withdrawals are processed within 1 days which is absolutely not true.

I contacted customer support to get information and apart from apologizing for the delay they did absolutely nothing.

I want my withdrawal approved as soon as possible or at least given some explanation.

Resolved

€790

Verification delayed and therefore no payout possible

I have submitted my documents on 09.06. Everything was completed positively except for the proof that I am the account holder of the deposit.
They wrote: "Your current screenshot does not contain the account holder's name".
On the same day I uploaded the bank document of the deposit and also my EC-Card. Now I have been waiting for 10 days for the verification.
Please verify my account. I have requested withdrawals.

Resolved

€3,000

Charged deposit in wrong currency

Hey. On April the 2nd I wanted to deposit 100pln to Arlekin. I chose the right currency on the website but still I was charged 107€ instead (around 500pln).

Casino refuses any help, they are keeping me waiting and making sure my case is being solved.

I send all the documents I have on my Revolut account history.

It's been 10 days now, please help me.

Resolved